Senior Customer Advisor

Senior Customer Advisor

30 Apr
Lloyds Banking Group

30 Apr

Lloyds Banking Group


End Date

Friday 14 May 2021

Salary Range

£18,783 - £20,870

Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

Lloyds Banking Group is the UK’s largest financial services group. With our iconic brands we play a meaningful role in supporting the people, businesses and communities we serve and in helping Britain recover.

We live by our values of putting customers first, keeping it simple and making a difference together. Our values make us who we are and who we seek to be. With strong recent performance and profits, the Group is looking forward to a positive future.

You could be part of this future,

developing your exciting career in a growing and encouraging environment. Scottish Widows is a key part of Lloyds Banking Group and our frontline customer service teams play a vital role in ensuring our customers’ needs are at the heart of everything we do.

Within IWCOO We are passionate about continuing to improve customer experience, simplifying our business and make IWCOO a great place to work for our colleagues. With the Insurance and Wealth Division making significant progress over the past few years, transforming from a 1 Star to a 5 Star business, this is an exciting time to work within IWCOO. With a focus on measuring what is really important to customers through end to end customer journeys, our operations are transforming in order to support the Insurance and Wealth business to meet the needs of our c.10m customers every day. This really is an exciting time to be a part of the Insurance and Wealth business.

Within Protection, Health Claims and Bereaved our purpose is to make it easy for our customers to understand their Protection needs and plan for the unexpected events in Life. We do this by providing accessible, market leading products and services to our customers that evolve with them.

We currently have an opportunity to join our Protection team. This intake is planned for 14/7/2021. Applicants should be available for this date and be aware no holidays will be granted in the first 8 weeks due to training requirements.

We are looking for someone who is proactive, self-motivated, keen to learn, shows great attention to detail and who wants to work in an environment where the focus is on making the right business decisions for the customer.

Job Description

Working as part of a team, first and foremost you’ll be helping our customers by answering a range of telephone enquiries. You’ll be providing information on our Life, Pensions and Investment products and services, acting promptly on our customers’ instructions and ensuring that records are fully up to date and accurate.

We’ll provide great training and help you develop an in-depth knowledge of our products and processes. Alongside your proven communication and customer service skills this will help to ensure you deliver the high standards of service our customers expect.

You will be fully trained on our systems and products, but we are looking for candidates who can get going quickly. You also need experience of helping customers and answering queries. We put the customer at the heart of everything we do and we'll train you to resolve calls by taking ownership and providing first touch resolution whenever possible.

If you enjoy building phenomenal relationships with customers and can help make your team one of the best, this could be just the role for you.

- Performs standard administrative data processing tasks

- Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues.

- Carries out a range of prescribed customer service activities and handles non-standard or more complex customer cases and enquiries using existing procedures.

- Supports development of personal capabilities by pursuing existing formal and informal training opportunities.

- Receives and screens customers, callers and other sources of communications, answers routine questions, provides information or directs requests elsewhere as appropriate; acts on behalf of the principal by contacting internal and external sources to convey requests, provide instructions or obtain information.

Together we make it possible

As a multi-brand, multi-channel business, we have the scale and reach to give you a diverse range of opportunities to learn, grow and develop and to help you achieve a rewarding and fulfilling career!

So, what can we offer you in return?

You can expect excellent benefits, personal development, and a career that’s enriching and full of opportunity.

You'll also receive a package that includes

- Discretionary bonus

- Private Medical Insurance

- Pension, where we'll give up to a max of 13%

- Share plans

- A flexible cash pot (4% of base salary) to spend on benefits

We’re committed to building a workforce which reflects the diversity of the customers and communities we serve. Join us and be part of an inclusive, values-based culture focused on making a difference.

We'll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.